BuySeasons, Inc.

Review: I have been a Birthday Express/Celebrate Express/Costume Express customer for many, many years. I have always had good experiences with them – until now – which is why I always came back to them for any supplies I needed for holidays and special occasions. I am disheartened to say that I do not have trust in the company any longer – I feel betrayed, aggrieved, and horribly offended by how I was treated and lied to by the company.

On October 10, 2015, I submitted an order with Birthday Express and paid extra for Express Delivery – Guaranteed by Wed Oct 14th. Our son’s birthday party was on Friday the 16th so I thought that would be plenty of time to get the decorations and supplies and to decorate the house with his chosen decorations to get ready for his party.

By Wed Oct. 14th (when my order was supposed to be delivered) nothing had arrived. I called Birthday Express but they were closed for the evening. I chose to online chat with a representative. His name was Devin. He apologized that I hadn’t received it and said that it hadn’t even been sent out yet. I was astounded that it hadn’t even been sent out yet. He said he would give me 50% off of my express shipping cost. I told him that would not solve my problem in any way. He said that there was plenty of time before Halloween anyway. I explained that this was an order for my son’s birthday party on Friday – NOT a Halloween order! But I said it didn’t matter because I had paid extra for “Guaranteed Delivery by October 14th and the package was not here per the guarantee.”

The next morning, October 15th, I called Birthday Express and asked to talk to a supervisor. I was dispatched to [redacted]. She apologized and gave excuses such as the store being extra-busy with Halloween, etc… I told her that it is the business’ responsibility to make sure they are staffed to handle holiday rushes and that a customer should not suffer due to a company failing to plan and hire accordingly. I asked her to make sure my order was shipped overnight so I would be here on Friday. She said she promised she would do that and make sure it went out that day via overnight shipping. I asked her a few more times if she “promised” that it *for sure* will be sent out today via overnight shipping. And she kept promising that it would and she said she would call me back that afternoon with an update.

[redacted] never called back.

I called in to the office later that afternoon to see what was going on and I was told that [redacted] had already left for the day. I had them check my package status and I was told it was still processing and my order had not been sent out as [redacted] had promised me! The rep I talked with said that [redacted] was gone for the day, but the head supervisor was still here. She said she could get a message to him to call me back. I was hesitant to do that because [redacted] never called me back, but she said he would call me back within five minutes and she said she will even stand there and watch him dial.

Five minutes came and went with no phone call. Then, after a while went by – maybe 30 minutes to an hour, [redacted] finally called. I explained the situation to [redacted] and he *also* promised that he would contact the shipping department and make sure it was sent overnight so I would get it on Friday. He promised this would happen. He promised I would have the birthday items by Friday the 16th (even though this was two days later than I had paid for.) He also said he was talking to me since [redacted] was helping another customer. I said, “Wait a minute – I was told that [redacted] had gone home for the day and now you are telling me she is helping another customer…Why am I being lied to?” He dodged the question and did not have an answer for me – but he promised me that my order would be sent out overnight so I would receive it tomorrow (Friday the 16th).

I also called the BuySeasons.com office Thursday evening and left messages for [redacted] and [redacted] and left messages concerning my problem. I asked them to call me back so I thought I would hear from at least one of them on Friday, but I didn’t hear from either one. I do not know if they contacted the managers, [redacted] and [redacted] directly or not to discuss my problem with them – that certainly could be the case that they helped out in that way. It just would have been nice, as a customer, to hear back from one of them personally.

I called Friday morning to check the status of my order since [redacted] promised he would get it done and get the order out yesterday with overnight shipping. I was aghast when I was told that the order still had not been sent out! I asked to talk with [redacted] but I was told she was unavailable to talk with me. I asked to talk with [redacted], one of the managers who promised me that it would arrive by Friday. I asked him why he lied to me because he promised me it would be sent out yesterday via overnight delivery. He did not have a satisfactory answer to his lie except that he said he “did his best.” He apologized. But I said that a “sorry” is not enough. I was promised it would be here – and it is still not here. In fact – you haven’t even sent it out yet! I said that if you lie to a customer, the relationship between a customer and a business is broken. And if he is not able to follow through on a promise to a customer – especially when that promise is fixing an already existing major customer service problem - he should not be managing on online store. I told him that I had left messaged with [redacted] and [redacted] and that I would be filing a complaint about this situation. I also talked with [redacted] and had basically the same conversation with her that I had with JJ. I am appalled that *two supervisors* promised they would have my order out via overnight delivery to arrive on the 16th to rectify the company’s mistake of not getting my order here by the 14th - and they both failed to do their job. It really is unbelievable.

Later that day, I found out that we would have a few visitors on a later date and would be doing something small for our son’s birthday with them. So I thought I'd call one more time to see if they could at least get it here before the other guests come. I was told that [redacted] was unavailable, but I told the representative that if [redacted] can get this order to me by Saturday, that at least she would be partially redeemed because we could use a few things when the other guests come.

Well, Saturday, the package arrived. I don’t know if it is because of what I told [redacted] about the other quests arriving a couple days later, or if [redacted] and [redacted] were apprehensive since I told them I had contacted the [redacted] and the [redacted] concerning their performance - or if [redacted] or [redacted] told [redacted] or [redacted] to get this out to us – but it arrived. Although I paid extra to have it here two days before my son’s party and we spent hours on the phone on hold and talking with [redacted] and [redacted] who promised to have it overnighted so we would have it by Friday - it arrived a day too late for my son's party. Because of the late delivery, we had to buy additional party supplies that exceeded the cost of the Birthday Express order – plus, they didn’t match the theme so we had a very disappointed birthday boy that all of the “Lego” birthday supplies were not here for his Lego birthday party. You can’t give that back to my son. And you can’t give back all the time and energy it took just to get my order finally sent out to me. And you can’t give back the extra time my husband had to spend running around to different towns buying more party supplies to make up for everything that did not come on time. And you especially can’t make up for the loss of trust created by supervisors lying to me and not bothering to follow through on their promises – with the exception of the late delivery by [redacted] on Saturday.Desired Settlement: I would really love to charge Birthday Express for my phone time, the distress that was caused by the many mistakes and lies from the company, and for the extra cost of the party supplies we had to purchase to at least have something that resembled birthday party décor. Unfortunately, you can't put a price on some of those things. But I will be somewhat satisfied with at least a full refund for my order. That is the very least they should do for rectification. If they want to do more to try to restore my trust in them, that is up to them. But I definitely will let everyone know my experience with Birthday Express/BuySeasons, Inc and how this was handled. It is by far the worst customer service I have ever experienced in my entire life. And it is sad because they carry really great items at great prices – which is why I have been a customer for so many years. But if you can’t deliver per your delivery date guarantee and you can’t follow through with promises to your customers and if your supervisors lie to your customers – then the client/business relationship suffers greatly – and sometimes, irreparably. I hope they do the right thing.

Business

Response:

We do apologize for the poor service and broken promises made to our customer. The supervisors were relaying information that to the best of their knowledge was accurate, but there obviously was a breakdown. We have credited the customer in full for their order ending in 0036. Also we are offering the customer 40% off the cost of goods and free standard shipping on a future order. This information is documented on the current order ending in 0036. Per customer's own acknowledgement this is not normal for us and we do apologize for not meeting their expectations/promise date on this order.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did see the refund in my account. I did not see the 40% off with the free shipping, however, I called Birthday Express and they said that it is noted in my account. So [redacted], the representative, said that after I place my next order, I should contact Birthday Express with my order number and they will deduct the 40% and give free shipping at that time. I am satisfied with that. I do hope that they can get whatever issues resolved so customers don't have to experience this type of treatment. They have great products and great prices - but without great service, the products and prices are meaningless to a consumer.

Regards,

Review: I pre-ordered a costume on September 25th. When I ordered online I was guaranteed a delivery date of October 13th. That day came and went. The next email I got said they made an adjustment to my order. So I went online to check out what the adjustment was. They took off the main item I ordered and were going to send me the accessories that went with the costume. I called on Friday, October 23rd in the evening and told them to cancel my order cause I did not need the accessories if I'm not getting the costume. I was told they would cancel. Now here it is Monday, October 26th and they charges my card and shipped the products. I am absolutely fed up with this company! I had to go buy my child a costume while I wait on this refund!Desired Settlement: I want my money back and the company to never contact me in any way.

Business

Response:

We apologize for the trouble with the customer's order. There was an issue with us receiving the expected number of Presell costumes Disney Inside Out - Classic Disgust Costume For Girls. Once this costume was removed from the order the customer did ask that we cancel the order. The cancellation was not completed before the order shipped. We apologize for all of these inconveniences and have credited the customer in full. She can keep the items received and we have emailed a credit receipt for the order.

I ordered my daughter's Birthday decorations on 2/20, I received an email confirmation with a promised delivery date of 3/3. On 3/3 I had not received an email confirmation that my order was shipped. I called & spoke with a CS rep who explained some new wharehouse system had been put in place & had disrupted shipping, but that I should have my order overnighted in the next couple of days. A few days later I checked again & was told that they had not resolved the issue & had no idea when shipping would happen, but they felt confident it would be soon & I would get my decorations in time for a 3/14 party. On 3/10 I received an automated call (the first time the company reached out to me), stating that I would receive my order by 3/13. The day before my party. I called on 3/11 to see if this was really going to happen & was told yes. On 3/12, I still had not received a confirmation of shipping happening, so I once again called them. I spoke with a CS rep who said that my order would ship overnight for delivery for the next day. On 3//13, still no confirmation of shipping email. I once again called & spoke with a CS rep who said that 2 boxes had shipped & would deliver by 3pm that day. 3pm came & 1 box showed up a custom banner we had ordered. I called to see where the 2nd box was (the one with all the decorations), I was told that it hadn't shipped on 3/12 but on 3/13 for a Monday delivery. I explained that didn't do us any good as the party was on 3/14 two days before the shipment would arrive. The Supervisor [redacted], then asked me to postpone our party so they could get us the decorations. We had ordered a custom cake, food, Entertainment, & had out of town guests already here for this party. I also am pregnant & we planned this party around the possibility of an early delivery. He then said he would recall the package from UPS & give me an immediate refund so I could go get decorations. I had to spend Friday night running around town getting decorations that didn't match our theme for our Daughter's party. By Monday 3/16 I still had not received any refund & the order showed up. I called CS and was told that their policy isn't to recall packages or give immediate refunds. I asked to speak with a Supervisor & for the name of the lady I was speaking with. She then hung up on me. I called back gave my information again & asked to speak with a supervisor. When the supervisor [redacted] came on she was rude & said that I had refused to give my information, I explained that wasn't true as I had given it to the CS rep & the rep had even repeated back my account information. [redacted] then proceeded to tell me that they do not recall packages from UPS & that no refund will happen till I get the package back to them. I asked her to please call UPS & set up a pick up for as soon as possible, which she said that is also not their policy & it's my responsibility to get the package back to them. I know recalling a package, Saturday delivery, & scheduling a pick up by the company can all be done, so I was a little surprised that a company that had ruined so many customers events wouldn't go that extra mile to make it up to their customers. When I went to schedule the pickup the call tag Misha has sent me was for ground & I was told by UPS that I would have to pay $11 to ship back. I called CS, she would not transfer me to a supervisor & said that my issues were not big enough for a supervisor. The supervisor was standing right next to her, as I could hear him talking & refusing to take my call. The CS then said for me to just take the package to a UPS station. I am on bed rest (which I had already broken running around on Friday to find new decorations), and that I am not able to lift over 5 pounds & the package is 16. I said you guys are going to put me in early labor. The CS said yeah I don't think so. When I asked her name she hung up on me. Today 3/17, I received an email that my order shipped this morning. What!? This is a horrible company, I had been very patient & understanding that the new system had lost (I was told) 17,000 orders & that they were not aware of this till customers started calling. I get things happen, but the lack of care, respect, or the willingness to go the extra mile to make things right is mind boggling! I've worked in CS/sales my whole life & have never spoken to, hung up on, or treated a customer so badly, especially when it's the company that is so at fault. Do not do business with them if you ever plan on getting your decorations.

Horrible customer service. I placed an order on October 10th with a "Guaranteed" delivery by October 19th. I sent an email on October 16th to confirm my order would be shipped on time and got no reply. I then called on October 19th the day I was "Guaranteed" delivery and they order hadn't even been processed. They guaranteed next day delivery (October 20th). Just called again and the order still hadn't shipped. They gave me a new guarantee of October 23rd. I cancelled my order. Now I'm hoping I get my refund and how many calls it will take to get my money back. Stay away from BuyCostumes.com.

I ordered a girls Cheerleader costume for my 6 year old daughter with Overnight shipping to wear to her school Halloween parade. The box came with an Adult ELF costume in it!! I am soo disgusted. No one is answering their phones nor responding to my online communication. My daughter has no costume at her halloween parade which means the world to a 6 year old and I am truly appalled, as I was left with no option but to cut out an old princess nightgown so she can have something to ear and that should not happen because Ipaid $19 to ship it so I get it in time- Make this right!! She needs her costume by tomorrow for another parade!!

Buycostumes.com is a horrible company. I ordered Oct 16 and all items were in stock. I paid for express shipping and the receipt said the order would arrive on Oct 21. Here I am Oct 30 with no costume. 4 attempts to call with a wait time of over 15 minutes I quit. Emails not answered. This company is terrible don't ruin your Halloween by using Buycostumes.com.

Review: I had made a large purchase for a birthday party on 3/13/15 with a guaranteed delivery date of 3/26/15. I selected standard shipping which had a turn-around time of 4-8 business days, so when I noticed that my package still was in the "processing" stage on 3/23/15 I became concerned about the items being delivered on time, so I called customer service to see why I had not received a shipping confirmation yet. I was told by customer service that they were using a new computer software and there had been delays in shipping but was still guaranteed a delivery date of 3/26/15 and I should be recieveing a tracking number the next day. I called again on 3/24/15 because I still had not received a tracking number I was then told to call the following day because they were going to ship my package overnight, the next day I had still not had a tracking number and again a customer service rep said they would ship my items on 3/26/15 overnight. I checked the status of the package online and still had not received a tracking number or explanation to why my items were not shipped. I've called on 3/27/15 and 3/28/15 and they are still promising overnight delivery but I still haven't recieved any tracking number or an explanation to where my items are. I am very frustrated I have a party in 4/5/15 and still no items! I have noticed that I am not the only one who is going through this, I went on their Facebook page and noticed many people are complaining of delays in shipping. they are taking people's money but not shipping the items and that is not right!Desired Settlement: I would really love for my items to be shipped by 4/5/15 if it can't make it on time I want a full refund.

Business

Response:

We apologize for the inconvenience. This customer did receive their order later than the promise date. We credited the original shipping $7.99. The order did ship and was delivered and signed for on 4/1/2015.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Hello, I ordered party decorations for my daughters birthday on February 22, 2015 and receive an email stating everything was in stock and would be delivered by March 3, 2015 (guarantee). My March 4, 2015 when I didn't receive my product I became concerned and called the company. I spoke to a lady she said they would refund my shipping fee and it would be there no later than March 5, 2015. She said that she would send me an email with my tracking number. March 5th came and didn't receive an email or phone call. So I called them. After getting the run around they said my order hadn't been shipped, it was still being processed. I told them I needed it no later than March 6th for the birthday party. Then I was told that wouldn't be possible, I asked to speak to a supervisor. I was hung up on! Called back several times before someone would speak to me. Finally was told they would ship it out March 5, 2015 and would overnight it. I called back today March 6, 2015 to check on the status. It has not shipped. I told them I wanted my refund. The lady said it would be 3-5 business days. I told her I needed it sooner, she put me on hold. She stated that there were other customers ahead of me, made me feel like my business wasn't important. 10 minutes later she came back on said it would be 5-7 business day before I got my money back. My daughters party is TODAY!!!! Don't think a business should be allowed to get away with this!!! I ordered from them in plenty of time for them to get it to me! I will NEVER order from them again! They were not accommodating nor were they eager to solve the problem. I have ordered from them for years, they have lost a good customer.Desired Settlement: I would like an apology. They wouldn't help me. I want my money back. I will not order from this company again.

Business

Response:

We apologize for the trouble we caused the customer. We installed a new WMS in the distribution center and unfortunately there were some unforeseen issues that resulted. We regret any inconvenience caused to a faithful customer. She was refunded in full $87.08 on 3/7/2015.

Review: Ordered costume through BuyCostumes on Sept. 27, 2015. Received email on 10/9/15 that order has been delayed and estimated arrival date is Oct. 23, 2015.

BuySeasons is the parent company of BuyCostumes.

Order did not arrive on Oct. 23, 2015.

At this point I tried calling the company and was put on hold for over an hour then the company hung up on me. Tried again to call on Oct. 24, put on hold and then company again hung up on me. Neither time was I able to speak to a customer service representative. Saturday I sent them an email inquiry about the order and have not received a message back.

Today, tried to call the BuySeasons numbers (###-###-####), BuyCostume number (###-###-####). Left a message at the extension 2602 for BuySeasons. Was put on a long hold and hung up on again without speaking with a representative at the BuyCostumes number.Desired Settlement: I would like my order to be delivered before this Friday, Oct. 30. They have already charged my credit card the $53.99 for the order. If the order cannot be delivered, I would expect to be notified and my card refunded.

Business

Response:

Tell us why here...We do apologize for your inconvenience. The order contained a Presell item and per the conformation email "The Estimated In-Stock Date listed on the product detail page is only an approximate date and is not guaranteed. Products may occasionally become available earlier or later than the posted date." We do know that the hold time on calls is high due to call volumes. We have shipped your costumes and you will receive a tracking email later today, the tracking # 1zxxxxxxxxxx1239. We have also refunding shipping because we did not meet the estimated delivery date, or customer expectations.

I ordered, they took their payment, our items still have not shipped and will not be here by "promised" date. I called once and was on hold 14 min without ever reaching a person so I called again today and after being on hold for over 30 min I was FINALLY able to reach someone and she kept beating around the bush about cancelling my order then finally she said she would go ahead and cancel it. I would ask her questions and she hesitated in answering any of them and when she gave me answers you could tell she was making them up because she was contradicting herself. She said I would probably still receive it and that then I would have to return it in order to receive my refund, what the heck is that about?! It's still processing and hasn't even shipped yet and is supposed to be here in TWO days but yet she can't cancel it when it hasn't even started the shipping process. I feel like I have been ripped off and that IF I do receive my package that it will be too late or that I won't get the order at all and be out the money I spent. This company has multiple negative reviews online. I wish I would've done more research before ordering from them but the website looked legit. STEER CLEAR of this company!!! Better off going somewhere in your town or finding a reputable website and make sure they have a US address!!!

I am so angry about the experience I had with this company. I ordered a costume for my son, after days of searching he found the perfect costume and was extremely excited. I paid for express shipping with a guaranteed delivery date of 10/22/2015. He needed it for trick or treating on 10/24. As of 10/21 I had no shipment confirmation. I contacted the customer service live chat and was informed that the order was still being processed but would absolutely ship overnight and arrive 10/22, and that I would have a tracking number by 6pm. That never happened. I called customer service and after being on hold for an hour, was told that it would be delivered 10/22 but that the tracking number was not available, but that it HAD shipped. I was told by the customer service supervisor that she would call me by 10pm on 10/21 with my tracking number. Also never happened. I called yet again 10/22, on hold for 30 minutes, then told it did not ship, that it MAY ship by 10/23 but no way to know. I asked if they understood the word guarantee. The rep barely spoke English, refused to get me to a supervisor and was extremely rude. He then told me the order would definitely not arrive by the time we needed it.
I then cancelled my order. This process took - no joke - 2 HOURS. I kept being placed on hold, then told they were working on it. They finally told me the email was sent to me saying that the credit was done and hung up on me. Pulled up the email, the credit was for $9.00 - NOT the $40 that I spent. Had to call back again - called the corporate office this time and the credit has finally been done. I am not interested in the form response the company keeps posting in response to these reviews. I realize that you have now credited me the money I spent. That is not the issue. I spent in total almost 5 hours dealing with this. I had to take my son out to a store to buy a last minute costume which was not the one he wanted, and at a much higher price. I feel the company owes me something for the time I spent, the way I was treated, and the fact that I have a very sad 6 year old who cannot have the costume he was GUARANTEED. This is bar none - the worst company I have ever dealt with. I would appreciate some sort of response other than telling me you have credited my order.

It is a joke that this company has an A+ rating. I placed 2 orders this Halloween from CostumeExpress. One they never sent that I can't get anyone to even call me back on, one that they sent missing one product that was on the packing sheet it came with but not in the box and the other 2 items in the box were not what I ordered ( for that I did FINALLY get a refund for after a LOT of work on my part to get anyone to even talk to me). This company is a mess. I would never buy from them again. I buy online all the time and have never had such an awful experience.

Review: I ordered a costume from Costume Express on September 14th. When I ordered it the item was in stock. After a couple of days I decided to check on the status of my order. It had been changed to "pre-order" and said no money would be charged to me until my item had shipped. I continued to wait and after not receiving any emails or status updates I contacted Costume Express. I was told my item was in stock and packaged in a box in the shipping department and I would have it by October 3rd. They charged my card for $36.99 on September 28th. October 3rd came and went....no costume. I emailed them and used the online chat (I have saved copies of these conversations). I was again promised that my item was in the shipping department packaged and just waiting to go out. I asked them why they had charged me if it hadn't shipped. No response to that. I came right out and asked them if I in fact was getting this costume because if I wasn't I wanted my money back and time to find my daughter something else. I was "guaranteed" the costume. And "guaranteed" it was already boxed up. According to one of my chat sessions the person told me they had just received their shipment from the manufacturer so it would be going out. This time I was told I would receive it by October 13th. I contacted them every day. On October 7th I received an email that said I would not be getting the costume because they took too many orders and didn't have enough to fulfill them. I was livid. I called them immediately and the person on the phone told me they actually had them but it wouldn't ship until October 27th. Which I wouldn't receive it in time for Halloween. I told them I had enough of their "guarantees" and I wanted my money back. They stole my money. They submitted the cancellation request and said I would receive an email and then I would receive my refund within 3-5 days. I contacted them 2 days ago because I still hadn't received my refund. they told me Thursday (October 15th) was the latest it would go in. Guess what???? It's October 16th (6 days later) and I still haven't received my refund. I have left messages at their corporate office (BuySeasons) and sent them emails and they aren't responding either. If you check out Costume Expresses Facebook page, you'll see there are many, many of these same complaints. They are taking peoples money and not reimbursing them when they don't fill their orders.Desired Settlement: I want my money back. I'm a single mom. I can't purchase another costume for my kid until they refund me.

Business

Response:

Tell us why here...We apologize that we did not meet our customer's expectations. The delivery of the Disney's Descendants: Deluxe Mal Coronation Costume For Girls was delayed by the manufacturer so our Presell order delivery dates were later than expected. It appears this caused some confusion and the customer ultimately asked for the order to be cancelled. We did credit her in full $36.99 on 10-15-15, and on 10-16-15 reached out to the customer and provided her the credit transaction ID # [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. However, the original refund date was submitted October 7 and I was told it would go in in 3-5 business days. Contacted them on the 6th day and they said it would be in there that night. It was not. It showed up in my account October 19th. A far cry from what I was told. The part that is disturbing regarding their response is they said there was "confusion"...not on my part but on their companies part. They repeatedly gave me flaw information even telling me my package was sitting in the shipping department all ready to go. They need to employee people that know what they are talking about and give accurate information. Like I said...visit their Facebook page and you'll see all costumes complaining about the same thing as me. I never got a response from corporate until I filed this complaint and I had contacted them several times. Sorry but this is a very poorly run business. So to act as if they took it upon themselves to handle this mayter is again dishonest. I've been trying since September 14th. This should remain on the Revdex.com site to warn people. I will never order from them again and many others won't either.

Regards,

Review: At first the problem was that I received my Princess peach costume completely ripped up. I was not able to get another costume sent to me in time for my Halloween event so I had to buy 2 more costumes so that my partner and I would be able to match. After chatting online I was told that I would get the whole purchase price of 80 something refunded due to the order being damaged and I would not be able to get another replacement in time. I was told I would have the refund within a few business days. A few days later I was told that they were only going to refund me the price for my costume - this was last Thursday (10/22/15) - so I have been waiting for a refund or something since Tuesday 10/19/2015. I had to buy new costumes and I thought that I would have had the refund by now since we are going on 8 business days since they said I would have receive the refund.Desired Settlement: I would like the full refund of my whole order now being that it has taken this long and that is what I was initially told when I made the first complaint with the company.

Business

Response:

We apologize that the customer received a damaged costume. She has been credited in full for the 2 costumes, we also credited the shipping charge today.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. My only worry is that the card that I originally used in purchase has been deactivated since it has since been lost. Am I able to give the company a different card number or what can I do to make sure that the credit gets back to my account.

Regards,

DO NOT BUY FROM THIS COMPANY! I have never written a review but this company is so horrible that I needed to share my experience. I placed an order on September 22 and was guaranteed delivery by October 16th. I followed up on October 22nd when I didn't receive my son's costume. The representative told my that 1 of the accessories I order was on back order so they were holding the whole order. I told them to forget the accessory and s eye nd me the costume. He then told the costume was out of sock. Finally the manager got on the line who told me t h st had the costume and guaranteed I'd have it before Halloween. Well October 30th and we see the UPS stop in front of our house to only drop a package off to our neighbor. Let's just say I had a very unhappy 9 year old. When I called on October 30 th they told me my delivery was November 3rd. Meanwhile Javier, the manager, was going to give my 20% off because I was so upset the 1st time I called and get me the costume by the 30 th. I never got the costume or only $6 credit for the shipping. Do yourself and you child a favor and do not order from them.

This is a terrible company to deal with. Do not order anything from them!! I have returned 2 items following their instructions online and still no credit. When you finally get someone on the phone all they say is. 2-3 weeks for credit, it is a lie. They take your money!! What a scam they are!!

Review: I made an order on 9/28/15 that was supposed to arrive by 10/12/15. My visa was charged for the purchase on 10/6/15. I got one email stating there was a delay in getting an item from the manufacturer but that my order was guaranteed to arrive by 10/19/15. Since I hadn't received shipping info by 10/18/15, I began reaching out to the company 1-2 times a day by email, internet chat or phone. Multiple customer service reps told me they had a back log of orders but my order was being expedited and it never was. The most recent thing I was told by a supervisor [redacted] by phone on 10/21/15 that it would ship by 10/22/15 overnight delivery at their expense to arrive 10/23/15. It still hasn't shipped and customer service rep just told me it would arive by Monday or Tuesday at the latest. They still have my money and I do not believe I will ever get a product. The items were halloween costumes for my children who now have no costumes with a Halloween even in 1 day and Halloween in little over a week. If they had been honest on multiple occasions I could have ordered from elsewhere. Now I have to order last minute, pay overnight shipping and pay more for the items as closer to the holiday. This company stole my money and committed fraud and didn't care when I told them that. There are complaints on the internet regarding this company so I'm sure they have defrauded many other people.Desired Settlement: Refund-This company should be put out of business. The lie and make promises to resolve your issue the following day and then the next day it is a new lie.

Business

Response:

Tell us why here...We do apologize for not meeting the delivery expectations. The order was a Presell order and the delivery dates are estimated. There was some incorrect information given to this customer which did not help the situation. The customer ultimately decided to cancel the order and was credited in full.

Review: Order#294575646 was placed on 10/4/2015 and I was charged $108.97 on my husbands credit card for the full amount of order, including a $5 shipping fee to be delivered by Monday 10/12/15. I emailed/chatted with customer service twice who told me it was not shipped yet. I was upset and told him it was guaranteed delivery today, he apologized and said he would refund shipping fee. I was never refunded shipping fee. When it arrived on Wednesday, my son's Day Of the Dead Boys Senor Costume #808686 was not listed on packing slip nor was it in box. I email/chatted with customer service reps who gave me a difficult time saying to me "It should be in the box and you never ordered it". Clearly I ordered it and was charged for it. The employees did not care and I was with them over 20minutes while they tried to figure out what was going on. Then after I argued with them, one representive (named [redacted]) said "OK I will have it delivered in 2 days. I copied my chat with him. When I called customer service lady she refused to give me her name and her supervisory and told me that her supervisor is not available then made me wait one hour on phone and hung up on me. She hung up on me! No problem solved no costume!Desired Settlement: I need shipping fee reimbursed that was told would occur via chat with [redacted] on 10/14/2015I need costume sent to me since I already paid for it and it was missing from picking slip but full total was on picking slip. I was told Dead of the Dead costume should be in box by customer services representatives and I told them it was not and it was not on picking slip. Where is the rest of my order? The service representatives did not know. I was guaranteed shipment via order by Monday 10/12/2015 thru website and paid $5 shipping fee. On 10/12/15 my order did not arrive and when I spoke to someone via chat they said we forgot it and we will send it out now. They said they would refund my shipping fee but they have not yet. When it but it arrived on Wednesday 10/14/15 the order was incomplete order with Day of the Dead costume missing. I spent over 2 hours on phone and one customer service who was not helpful refused to give me her name nor would she let me speak to a manager. She kept me on phone while she was adding up my order in her head to make sure I really paid for the costume. She was adding it up and I had to tell her firmly I was charged for it where is it? Then she made me wait longer and told me she cannot help me and I should get an email for a refund if I am not happy with the product. I told her I NEVER received the product, and was getting very angry. She would not help me or believe me. I was very frustrated because she said it should be in the box. She did not believe me, and that really upset me. I asked her to speak with a supervisor and she said no, she is busy with other customers and I told her I would wait. She put me on hold for a long time, then again picked up and told me she is still busy, call back later. I was furious and then she hung up on me when I told her that she was not helping me and wasting my time. It was on the order via computer and via picking slip that Day Of The Dead costume was missing. This company charged my credit card but did not give me the product by the promised date.I was promised the order on Monday 10/12/15 because I needed it by 10/16/2015 for a Halloween party. I originally ordered the products on 10/4/2015 and it has taken over 2 weeks to receive them when I paid for items in full and paid for shipping fees.

Business

Response:

Tell us why here...We apologize for not meeting our customers delivery guatantee. We have shipped the Day of the Dead Boys Senor Costume and also credited the customer for the costume as well for their troubles.

Review: I ordered items from this company via their buycostumes.com site. The order was guaranteed by Oct 19. It is now the 28th and the item has not shipped. This is despite two phone calls to the customer service (on hold for over 30 min each time). And promises that it would be shipped. The newest yesterday was that one item may not be in stock... But it would be fine by today and shipped. The order is still showing as processing. I was on hold today for 47 minutes and their system cut me off. I am now on hold again. I need some result ion.Desired Settlement: I need my son's costume by Friday. We have no other options for purchasing it. I just want it delivered.

Business

Response:

We do apologize that there was an inventory issue with the cowboy vest ordered. We did reach out to the customer and are sending an alternate costume that includes a similar vest and it has shipped for delivery Friday 10-30-2015

Consumer

Response:

I ordered a costume from Codtume Express (owned by BuySeasons) over a month ago on pre-order. I changed my mind and called to cancel weeks before it was expected to ship. They said they would cancel it (although the customer service rep tried to talk me out of it three times!) and I'd get a confirmation email that they cancelled the order. They NEVER cancelled my order or sent a cancellation confirmation, charged my card, and sent it anyway. SHIFTY BUSINESS PRACTICES! As a grad student working part time at a nonprofit, I'm sure they needed my money more than I did.